2Roles of Housekeeping Dept. Public spaceslobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool & spa areas / employee break rooms & locker rooms / selected meeting & food service areasMajor Executive Housekeeper responsibilities:Decisions about required number of cleaning employeesFrequency of cleaningThe text addresses management judgments regarding areas of cleaning responsibility specific to each department, and notes that many hotels have implemented color-coded maps of their properties to facilitate this; the first case study provides the scenario of possible conflicts - in responsibilities for cleaning areas - between Housekeeping Department and other departments (e.g. Food & Beverage / Maintenance Department).Decisions about the required number of room attendants is a major responsibility of the Executive Housekeeper. In the section “Employee Scheduling” later, the text discusses differences in how the inexperienced and the experienced Executive Housekeepers establish Room Attendants’ schedules in terms of numbers.
3Roles of Housekeeping Dept. Room will be assigned, when: Guestroom areasElevators/ corridors/ stairwells/ guestroomsCommunication role to Front Desk staff (room status info) & Engineering / Maintenance Department ( room maintenance issues)Room will be assigned, when:Properly cleaned by HousekeepingVerified as clean by second member of HousekeepingRoom’s status has been reported to Front Desk
4Room status terminology Clean & VacantRoom vacant, has been cleaned and can be assigned to guestOccupiedRoom registered to a current guestOn-ChangeRoom vacant but not yet cleanedDo not disturbRoom is occupied but not yet cleaned, due to guest request not to be disturbedSleep-outRoom reported as occupied, but room was not used, and guest may have leftStay-overGuest will stay in room at least one more night
5Room status terminology (continued…) Due-outGuest has indicated that is last day he/she will use roomCheck-outGuest has departedOut-of-orderRoom is not rentable, thus not assignableLock-outGuest’s items still in room, but guest will be denied access until management approval of re-entryLate check-outGuest has requested and has been allowed an extension of regular check out time
6Roles of Housekeeping Dept: Laundry Laundry areaslaundry preparation areas/ laundry supply closets/ guest linen, terry and supplies storage areasLaundry often represents one of the hotel’s largest expenses.Housekeeping Dept. & Executive Housekeeper’s roleManaging “On Premise Laundry (OPL)” and its effective operationLinen is a generic term for guestroom sheets, pillowcases, tablecloths and napkins washed and dried in the laundry area.Terry is a generic term for bath towels, hand towels and wash cloths washed and dried in the laundry area.
7Staffing the Department have management skills (planning, organizing, directing and controlling departmental activities).have commitment to cleanliness and impeccable cleaning standard.create an appropriate inspection checklist and revise it as necessary.know about personal administration, budgeting, laundry sanitation, fabrics & uniforms, room cleaning chemicals and routines.be guest oriented.Executive Housekeeper should:Room Inspector’s major responsibilities:Assess quality of room cleanlinessPoint out deficiencies to room attendants, get those deficiencies corrected, & report revision of room status to Executive Housekeeper or Front DeskNote that principle of management is also applied to run an effective Housekeeping Department. Thus, the Executive Housekeeper needs to understand management process such as planning, organizing, directing & controlling) specific to the Housekeeping Department. Revisit Chapter 2 (The Hotel General Manager) and Chapter 3 (Management Skills for the G.M.) to review how each management process step works and what specific things should be done, in detail.Inspector (inspectress) is the individual responsible for physically checking guestroom status, as well as other tasks assigned by the Executive Housekeeper.
8Staffing the Department (Continued…) Approaches to build highly motivated, dedicated Room Attendants:Treat them at all times with respectEnsure they are supervised by excellent supervisorsHave room cleaning assignment policies perceived by them as fairProvide excellent, ongoing trainingProvide a realistic career ladder for room attendantsEnforce Housekeeping Department policies consistently and without favoritismEnsure room attendant safety through training and appropriate hotel policiesProvide benefit packages that are competitive for the areaPay fair wagesThe text discusses that recruiting and retaining quality room attendants is a challenge, and that the G.M. in conjunction with the Executive Housekeeper needs to develop / design strategies to attract and retain the best room attendants; what specific activities / strategies can be applied so that room attendants regard the G.M., and the property, as the employer of choice.
9Managing Housekeeping: Safety this group’s accident rates generally the highest in the hotel.thusHousekeeping employees are one of the hotel’s largest groupsPhysical nature of jobsEquipment & suppliesRuleHousekeeping employees should handle only those machinery items and supplies they are properly trained to handle.
10Managing Housekeeping: Safety Areas of training concernChemical handlingCleaning proceduresCorrect lifting techniquesProperly entering guestroomsContending with guestrooms containing:firearms/ uncaged animals/ individuals perceived asthreatening/ ill or unconscious guests/ drugs and drugparaphernalia / blood and potential bloodborne pathogensGuest serviceGuestroom securityLost & Found proceduresBloodborne pathogen is any microorganism or virus, carried by blood, which can cause a disease. The text emphasizes that the G.M. particularly needs to pay attention to the matter of blood pathogens. Similarly, attention is necessary to lost and found training; in the section “Lost and Found” later, three types of unclaimed property are discussed in detail, in terms of law and policy requirements.
11Managing Housekeeping: Employee Scheduling size of guestrooms / amenities in rooms / actual number of rooms to be cleaned / amount, if any, of deep cleaningScheduling the number of room attendants depends on:How to establish room attendant schedulesInexperienced Executive Housekeeper relies exclusively on minutes per roomTotal # of minutes worked by room attendants / total # of guestrooms cleaned = Minutes per roomExperienced Executive Housekeeper relies on both minutes per room and knowledge of guests and sales patternsActual number of rooms to be cleaned is the most critical variable (factor) to effective scheduling.Deep cleaning means the intensive cleaning of a guestroom, typically including the thorough cleaning of items such as drapes, lamp shades, carpets, furniture, walls and the like.“Minutes per room” is the average number of minutes required to clean a guestroom.Explain different factors used between experienced and inexperienced housekeepers to establish room attendant schedules.Question 2 in Issues at Work in Chapter 7 asks students to design a scheduling system that fairly assigns holidays to the employees.
12Managing Housekeeping: Inventory Management Inventory items maintained by Executive Housekeeper:sheets (all sizes)/ pillowcases/ bedspreads/ bath towels/ hand towels/ washcloths/ soaps/ shampoos/ conditioners/ sewing kits/ glass cleansers/ furniture polish/ acid-based cleansers/ glassware/ cups/ coffee & filters/ in-room literature/ telephone books/ pens/ paper padsValues of monthly inventoriesCheck how much of each item is in use, in storage, on orderExecutive Housekeeper to compute monthly “product usage reports”“Product usage report” is a report detailing the amount of an inventoried item used by a hotel in a specified time period (i.e. week, month, quarter, year)
13Managing Housekeeping: Inventory Management (continued…) Waldo hotel product usage report117Total Monthly usage877 unitisCount on: __________________850 unitsPlus144 unitisPurchased in month994 unitisTotal in serviceLess______________________________Date: __________________________Item:__________________________For Period: ______________________Prepared by: ____________________Department:_____________________January 1February 1HousekeepingKing-sized SheetsThe Executive Housekeeper, assisted by the housekeeping staff, should compute monthly usage rates on all significant housekeeping items.
14Managing Housekeeping: Lost & Found Three types of unclaimed propertyMislaid propertyOwner unintentionally has left item(s) behindLost propertyOwner unintentionally has left item(s) behind, then forgotten it/themAbandoned propertyOwner intentionally has left item(s) behindLaw and/or policy requirements:Hotel must safeguard mislaid property until rightful owner returnsHotel must hold lost property until rightful owner claims itHotel not required to find abandoned property’s ownerProperty left behind in room or found in lobby to be treated as mislaid or lostEstablish how long any mislaid/lost property to be held before disposing it
15Managing Housekeeping: Lost & Found (continued…) When item is foundWhen returned to rightful owner, or disposed ofDate item is foundDescription of itemLocation where item is found (room #, if applicable)Name of finderSupervisor who receives itemDate item is returnedOwner’s name/ address/ phoneHousekeeping Manager returning itemMethod of returnDate property is declared as abandonedName of hotel employee receiving abandoned propertyWritten reportThe text emphasizes that Housekeeping Department must have specific, written “Lost and Found” procedures in place; it is one of the Executive Housekeeper’s important jobs to have pre-printed forms, namely, written lost and found procedures, in place to protect guest property until it is declared abandoned.
16Facility Care & Cleansing Public space cleaningForms basis for a guest’s initial impression of propertyGuestroom cleaningEffective guestroom cleaning is heart of HousekeepingDepartmentDetermines long-term success or failure of propertySleeping area: the first part seen by guest when entering roomBathroom area: closely inspected by guests for cleanlinessReview Figure 7.3 (Sample Public Space Inspection Sheet), 7.4 (Sample Guestroom Sleeping Area Inspection Sheet), and 7.5 (Sample Guestroom Bath Area Inspection Sheet) in the text. The text discusses the usefulness of inspection sheets to identify areas to be evaluated during routine inspections of public spaces, guest bathroom and sleeping room areas, and laundry.
17Facility Care & Cleansing (continued…) G.M.s’ roles in facility care and cleaningG.M.s should know what to look for when inspecting the hotelG.M.s must inspect public space, guestroom and laundryoperation areas regularlyG.M.s should not evaluate effectiveness of theirhousekeeping departments based only on lower costs peroccupied room or fewer minutes per room cleaning(these factors are not always better!)“cost per occupied room” is total cost incurred for items or area, divided by the number of rooms occupied in the hotel for the time period examined.
18LaundryOperating an effective “on-premises laundry” is a multi-step processCollectingSortingWatchingDryingFinishing / FoldingDelivering
19Laundry: Operating an Effective OPL (continued…) CollectingDirty linen and terry should never be used as guestroom cleaning rags.Bloodstained linen or terry must be placed separately in a biohazard waste bag (pre-sort in guestroom).Biohazard waste bag should be on every housekeeping cart.SortingOnce in OPL, laundry is sorted both in terms of fabric type & degree of staining.Emphasize that use of the biohazard waste bag is necessary to avoid needless exposure to bloodborne pathogens, when room attendant notices linen or terry is bloodstained.Agitation is movement of the washing machine resulting in friction as fabrics rub against each other.Executive Housekeeper must teach laundry workers to monitor washing times, washing temperatures, chemicals and agitation during the washing process.WashingThis step is the most complex part.Monitor a: washing times, b: wash temperatures, c: chemicals, d: agitation length and strength
20Laundry: Operating an Effective OPL (continued…) DryingDrying is simply a process of moving hot air ( degrees F.) through fabrics to vaporize & remove moisture.Fabrics that are dried must have cool-down period in the dryer before they are removed from itFinishing/FoldingSpace for finishing laundry must be adequateStoringMany fabrics must “rest” after washing & drying24-hr rest time for cleaned laundryHousekeeping Dept. should maintain laundry par levels of three times normal usageLaundry par level is the amount of laundry in use, in process and in storage.DeliveringStorage areas containing these items should be locked